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3 Top Characteristics of a Connected Enterprise
Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organizations everywhere—and places an even greater focus on improving customer service. As businesses prepare to take advantage of a revitalized global economy, the phrase ‘we are all in it together’ applies to everyone—not just the contact [...]Read More
Harnessing CCaaS and CRM solutions: What’s the missing link?
Read MoreWhen Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘right tools and tech’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers. In today’s connected world “my system is running slow […]
Test your CX knowledge by entering the Calabrio Big CX Quiz!
CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic. As businesses prepare to transition from survive to thrive mode, now is the perfect time to look back on lessons learned and come up [...]Read More
Hip Hip Hooray! Calabrio Customer is a Finalist for SWPP WFM Professional of the Year
Read MoreWe’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances! Here’s […]
The Largest Quality Management Challenges in the Call Center
There is no shortage of tools on the market that can help drive new QM efficiencies into the call center. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call center can achieve [...]Read More
5 Trends in Call Center Quality Management
Call center technology is evolving rapidly. With each advancement, emerging strategies promise to push quality management to the next level—delivering new value to the call center and across the entire enterprise. 5 Trends Changing How QM Is Delivered Here are five trends that are changing the way QM is delivered—and revealing new ways organizations can [...]Read More
CX Training, Part 4: Cloud Better Prepares Teams for Whatever Tomorrow Brings
In my first three “CX Training” blogs, I explained how cloud is the catalyst for better overall education in the contact center because it promotes better, more effective new-hire curriculum and fosters better real-time coaching and continual development. In this last blog of the series, I dig deeper into how cloud better prepares teams for [...]Read More
CX Training, Part 3: Cloud Fosters Better Real-Time Coaching and Continual Development
In my last “CX Training” blog, I explained how cloud-based contact centre and training technologies help brands better retain the loyalty of increasingly fickle customers because they enable an entirely new realm of new-hire training and coaching possibilities. Cloud-based apps also, however, drive an increasingly rich array of benefits for the real-time coaching and continual [...]Read More
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